Guest Operations Specialist

2 weeks ago

Leyte, Philippines Extenteam Inc. Full time

We’r​e looking for a Guest Operations Specialist for a Property management company client of ours. You’ll be responsible for managing guest communications from pre‑arrival through post‑departure, ensuring five‑star service delivery and maintaining operational excellence behind the scenes. This role is key to guest satisfaction, retention, and positive review generation. Key Responsibilities: Guest Services & Communication: (Primary Focus) Serve as the primary point of contact for guests across phone, email, OTA channels (Airbnb, VRBO), and messaging platforms Manage all communications across the entire guest journey: pre‑arrival, in‑stay, and post‑departure Resolve complaints quickly and empathetically, protecting both guest satisfaction and company interests Proactively handle booking changes, cancellations, and special requests Monitor and respond to guest feedback, driving internal improvements in service delivery Ensure experiences that lead to positive reviews and repeat bookings Reservation & Revenue Management: Own the full reservation process: confirmations, modifications, cancellations Convert inquiries into bookings by following up on leads Match guests with ideal properties based on preferences and availability Coordinate early check‑ins/late check‑outs with housekeeping and field teams Back Office & Operational Support: Collaborate with cleaning crews, maintenance teams, and vendors to resolve guest issues Share guest communication with relevant departments for resolution Maintain accurate records of correspondence, bookings, and guest profiles Support basic admin functions: data entry, guest databases, vendor contact updates Ordering of supplies/consumables for Chicago units Mandatory Reporting Requirements: You will be responsible for compiling and reporting on the following, on a weekly and monthly basis: Number of guest complaints handled Summary of complaints categorized into standardized buckets (e.g., cleanliness, check‑in issues, noise, etc.) Financial impact and resolution summary (refunds, discounts, credits issued) Required Qualifications: Core Skills & Experience Native‑level written and verbal English (5/5 on internal assessments) 2+ years in short‑term rental guest services, reservations, or front office/hospitality roles High attention to detail and multitasking in fast‑paced environments Self‑motivated and comfortable working remotely with minimal supervision Strong problem‑solving skills and customer‑first mindset Technical Proficiency: Experience with PMS platforms (Guesty preferred, Track, or similar) Skilled with booking platforms like Airbnb, VRBO, Booking.com Proficiency in Microsoft Excel and Google Workspace tools Ability to quickly learn and adapt to new tools and workflows Preferred Qualifications: Direct experience using Guesty PMS Familiarity with vacation rental operations (short‑term rentals) Exposure to basic financial tasks (e.g., issuing refunds, invoice tracking) Social media content creation skills for promotional guest messaging Availability & Flexibility: Must be available for shifts that support guests across multiple time zones (including evenings/weekends/holidays as needed) Occasional emergency response outside core working hours may be required Apply here: #J-18808-Ljbffr

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